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    Home Orlando Customer Service Management Customer Service Management Customer Service Management Proactive Customer Service Operations

    Proactive Customer Service Operations

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    Proactive Customer Service Operations

    Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.

    Proactive Customer Service Operations enables you to track the digital services sold to and in use by your customers. This is referred to as install base.

    If you identify any service disruptions to a customer's install base, you can proactively create a case to notify them.

    These cases are resolved and closed in the same way as customer-reported cases. When multiple customers are affected, you can use the major issue management process.

    You can also associate outage information to a case to keep your customers informed about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing transparency and reducing the number of customer-reported cases.

    Your customers can use the Customer Service Portal to view proactive cases that you opened on their behalf, any outages associated with their install base, and interact with you using the proactive case.

    The Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) provides an integration between Customer Service Management and the Event Management console in IT Operations Management. For more information, see Integration with Event Management.

    Before you begin

    Meet with your stakeholders to define your requirements. Depending on your requirements, you can activate either the Proactive Customer Service Operations plugin or the Proactive Customer Services with Event Management plugin.
    Note: The Proactive Customer Service Operations with Event Management plugin provides all the features included in the Proactive Customer Service Operations plugin as well as additional features from the Event Management console in IT Operations Management.

    Activation information

    To enable Proactive Customer Service Operations, activate the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops).

    To enable Proactive Customer Service Operations with Event Management, activate the Proactive Customer Services with Event Management plugin (com.snc.proactive_cs_itom)

    • Activate Proactive Customer Service Operations

      Activate the Proactive Customer Service plugin to use Proactive Customer Service Operations.

    • Outage tracking for install base

      Provide visibility into any current or upcoming outages affecting a customer's install base, enhancing transparency and reducing the number of customer-reported cases.

    • Integration with Event Management

      Create cases proactively from alerts either manually or through automation. Track the accounts and health status of the corresponding install base items affected by the alert to better correlate customer issues and provide faster responses.

    • Service health status for install base

      View the real-time health status of a customer's install base. Correlate customer issues with the operational health of their install base to provide more informed responses to your customers.

    • Set up Proactive Customer Service Operations

      Configure various aspects of Proactive Customer Service Operations based on the specific requirements of your organization.

    • Use Proactive Customer Service Operations

      Monitor your customers' products and services to identify issues proactively, inform the affected customers, and fix issues quickly.

    Related concepts
    • Major issue management
    • Set up install base

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    Release version
    Choose your release version

      Proactive Customer Service Operations

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Proactive Customer Service Operations

      Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.

      Proactive Customer Service Operations enables you to track the digital services sold to and in use by your customers. This is referred to as install base.

      If you identify any service disruptions to a customer's install base, you can proactively create a case to notify them.

      These cases are resolved and closed in the same way as customer-reported cases. When multiple customers are affected, you can use the major issue management process.

      You can also associate outage information to a case to keep your customers informed about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing transparency and reducing the number of customer-reported cases.

      Your customers can use the Customer Service Portal to view proactive cases that you opened on their behalf, any outages associated with their install base, and interact with you using the proactive case.

      The Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) provides an integration between Customer Service Management and the Event Management console in IT Operations Management. For more information, see Integration with Event Management.

      Before you begin

      Meet with your stakeholders to define your requirements. Depending on your requirements, you can activate either the Proactive Customer Service Operations plugin or the Proactive Customer Services with Event Management plugin.
      Note: The Proactive Customer Service Operations with Event Management plugin provides all the features included in the Proactive Customer Service Operations plugin as well as additional features from the Event Management console in IT Operations Management.

      Activation information

      To enable Proactive Customer Service Operations, activate the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops).

      To enable Proactive Customer Service Operations with Event Management, activate the Proactive Customer Services with Event Management plugin (com.snc.proactive_cs_itom)

      • Activate Proactive Customer Service Operations

        Activate the Proactive Customer Service plugin to use Proactive Customer Service Operations.

      • Outage tracking for install base

        Provide visibility into any current or upcoming outages affecting a customer's install base, enhancing transparency and reducing the number of customer-reported cases.

      • Integration with Event Management

        Create cases proactively from alerts either manually or through automation. Track the accounts and health status of the corresponding install base items affected by the alert to better correlate customer issues and provide faster responses.

      • Service health status for install base

        View the real-time health status of a customer's install base. Correlate customer issues with the operational health of their install base to provide more informed responses to your customers.

      • Set up Proactive Customer Service Operations

        Configure various aspects of Proactive Customer Service Operations based on the specific requirements of your organization.

      • Use Proactive Customer Service Operations

        Monitor your customers' products and services to identify issues proactively, inform the affected customers, and fix issues quickly.

      Related concepts
      • Major issue management
      • Set up install base

      Tags:

      Feedback

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